Persado

Director, Customer Success

Biteline, LLC

- Manage 3-person Customer Success team responsible for customer experience
- Developed documentation to support scaling of customer support, including FAQs, "Getting Started" guides, and best practice resources
- Leading projects and creating content focused on refining user acquisition and adoption, including notifications, website content, and sign up workflows to support business initiatives

Customer Success & Operations Director (interim)

- Headed team supporting marketing initiatives with Fortune 500 global retailer using Persado's Motivational AI to motivate customers to act, increase order lift and accelerate revenue growth
- Part of RIF January 2023

Performio

Director of Customer Success

Cobalt.io

- Lead SMB and Corporate teams, including 2 managers and 9 CSMs 
- Built out value delivery toolkit (EBRs, success plans, quarterly updates) to support value driven customer engagement
- Developed 18-month strategy for SMB and Corporate segments and OKR framework for CSM teams

Senior Manager, Customer Success

- Managed and grew team from 5 to 9 Growth, SMB and Corporate customer success managers
- Revamped CSM onboarding program, Sales/CS handover process, CS playbooks and customer newsletter
- Developed internal team peer-to-peer training program

Manager of Customer Success

Contentful

Customer Success Team Manager

Captricity

- Manage and oversee all aspects customer health and continued success for 5 of the Top 10 Life and Health Insurance enterprise, as well as several dozen SMB customers
- Team responsible for successfully identifying, executing and transitioning of first customers onto a new product offering
- Created and implemented services to customer success handoff checklist to ensure thorough knowledge transfer and seamless transition to post-production for Enterprise customers
- Provide all renewal related customer metrics, including utilization and customer specific SLAs

- Lead a team of 4 SMB customer success managers
- Develop standard processes and procedures for customer success lifecycle, including onboarding, account maintenance and renewal
- Established framework between SDR, sales and customer success to ensure seamless movement from lead to customer renewal
- Educate and train CSMs on best practices
- Responsible for managing and tracking SMB revenue, churn and opportunities

Head of Customer Success Management

- Provided project management and customer success support for several pilots with Top 10 life insurance and biotech companies, leading to several multi-year deals
- Served as a trusted advisor and advocate for enterprise customers in several verticals to ensure success utilizing and leveraging Captricity to achieve business goals
- Mentored customer success managers on all aspects of customer management throughout the customer lifecycle
- Developed Salesforce dashboards/reports and standardized data entry to measure and track customer health
- Analyzed and report on data to provide insights to company on how best to serve our customers, including monthly recurring revenue, product usage and customer health

Customer Success Manager

Constellation Brands

- Managed luxury wine allocation program (over 100 wines) for S&OP team, collaborating with sales, marketing and customer service, and warehouses to ensure program success
- Worked with Canadian sales team to manage and track luxury holds and allocations to ensure order fulfillment
- Provided reporting and analysis for all luxury allocations and holds

Planning Analyst

- Worked closely with Canadian sales team to manage holds and allocations for Canada portfolio
- Collaborated with with brand managers, sales and warehouse to manage, track, and communicate inventory holds
- Provided allocation analysis to brand managers and sales to inform next steps for allocated luxury items

Sales & Operations Coordinator (contractor)

Linden Lab

- Collected, tracked and provided analysis on revenue related activity of top 50 key accounts to better understand purchase and pricing patterns of, as well as the impact of policies and programs on Linden Lab's top customers
- Developed and implemented processes to increase efficiency and sales revenue for Linden Lab, including a customer retention initiative for education users
- Worked closely with departments across the company to gather, integrate, document and deliver best practices.

Manager, Sales & Partner Operations

- Managed all aspects of 400-member third-party developer program (Second Life Solution Provider Program), including membership review, account management, overhaul of public facing database, and program participant communication
- Developed, implemented, and managed all aspects of elite partner program (Gold Solution Provider Program) as part of the company's enterprise strategy
- Constant and consistent collaboration with departments ranging from legal and finance to customer support and web services to address customer issues and execute on program initiatives and activites

Developer Program Manager

Customer Success and People Leader looking for next opportunity

My career and work ethos are built on 3 pillars:

People: Guide, motivate and support team members to reach their potential. Understanding customers needs and motivations to help them to unlock the full value of a product/service.
Process: Building, iterating and supporting frameworks enabling customer, team and company success
Product: Customer<>company conduit to strengthen and elevate products that continue to drive value
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- 10+ years in customer success/account management at SaaS startups
- 7+ years building and leading customer success teams, with focus on value-driven customer - engagement
- Develop and implement scalable, repeatable processes to increase retention and expansion
- Effective cross-department collaboration to deliver on team and company goals and KPIs

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